Senior Manager, AI-Driven Support & PS

Rockstar; México; Híbrido; MXN 900.000 - 1.800.000; Jornada completa

Descripción de la vacante

Rockstar is recruiting for a strategic, technically strong leader to own the transformation of our support and professional services operations. You will manage a hands-on team of six, overseeing day-to-day execution and setting direction for SQL-driven data workflows, database integrity, and AI-assisted triage.

You will bridge support and engineering, implement automation, and shape a scalable operation with clear priorities across stakeholders, ensuring high-quality, empathetic customer

Formación

• 5+ years in technical support, solutions engineering, or professional services.
• Experience leading teams through organizational change.

Responsabilidades

• Lead and develop a 6-person team across support and professional services.
• Drive restructuring for efficiency and redefine roles and workflows.
• Own backlog triage, prioritization, and execution plans.
• Provide technical escalation for database-related issues and integrations.
• Collaborate with Engineering to relay data-layer issues and root causes.
• Implement AI-driven support strategies and automation to reduce manual work.

Conocimientos

SQL

Database troubleshooting

AI literacy

Zendesk

Stakeholder management

Communication

Herramientas

HubSpot

Jira

Descripción del empleo

Rockstar is recruiting for a strategic, technically strong leader to own the transformation of our support and professional services operations. You will manage a hands-on team of six, overseeing day-to-day execution and setting direction for SQL-driven data workflows, database integrity, and AI-assisted triage.

You will bridge support and engineering, implement automation, and shape a scalable operation with clear priorities across stakeholders, ensuring high-quality, empathetic customer